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Senior Technical Support Engineer - Series B funded ethical start-up

  • location

    London

  • sector:

    Technology, Engineering & Development

  • job type:

    Permanent

  • salary:

    Competitive Salary

  • Contact:

    Aaron Shakeshaft

  • Email:

    aaron.shakeshaft@orbisconsultants.com

  • published:

    3 months ago

  • expiry date:

    2020-04-09

  • Consultant:

    #

A series-B funded start-up based in London are looking for their first hands-on technical support engineer to work closely with the Global Support Manager, to lay down best practices around enterprise product support on data-driven products, provide deep-dive technical support within a Hadoop eco-system.

Responsibilities: 

  • Resolve highly complex technical issues across customers in diverse environments 
  • Collaborate with Services, Presales, Engineering to identify high priority cases and partner with Engineering to drive case resolution as needed 
  • Determine whether an issue is a bug, design flaw, or enhancement. Provide input and trend information across to Product Management 
  • Escalate all urgent or unusual cases or situations presented by customers to Support Manager after initial triage
  • In addition to monitoring and responding to queues, investigate L2 cases escalated by L1.
  • Participate in swarming meetings for cases that are blockers 
  • Author and drive the use of knowledge articles for internal and external users
  • Thoroughly and accurately document details of all interactions in the case management system

What we want from you: 

  • Understanding of product integrations in customer enterprise environments
  • Strong Linux command line skills
  • Familiarity with troubleshooting in Hadoop and Spark environments 
  • Highly developed, process-oriented skills for troubleshooting and problem solving 
  • Experience with database schemas and SQL 
  • Experience of rigorous and timely case management
  • Identifying issue trends and managing escalated case queue 
  • Advanced Customer Skills - capable of managing and conducting conversations at the account level where necessary 
  • Engineering/Product Liaison - capable of representing support at a senior level to the senior and executive engineering staff

What does the role offer you?

  • Competitive base salary up to £90,000
  • 30 days holiday (plus bank holidays - not one of those who include them in the allowance)
  • Private healthcare
  • Stock options 
  • Pension - 5% match

To apply to this role either email your CV to shakey@orbisconsultants.com or apply directly to this role either with a CV or link to your LinkedIn profile. 

Desirable

  • Experience of troubleshooting LDAP and Kerberos security infrastructure 
  • Familiarity with, Nifi, Kafka, Confluent 
  • Experience of deployments in Amazon AWS and other cloud platforms

 

Role Summary: Hadoop, Linux command lines, product support, big data, Spark